《現(xiàn)代酒店服務英語》Chapter6 客房服務

清華大學出版社現(xiàn)代酒店服務英語ServiceEnglishinModernHotel客房服務ChapterSixHousekeepingService

ServicePosition服務崗位TheHousekeepingDepartment（中文為客房部或房務部）isoneofthemainoperationaldepartmentsofahotel.

theHousekeepingDepartment客房部/房務部theFood&BeverageDepartment餐飲部theSalesDepartment銷售部turn-downService晚床服務extendabed加床laundryservice洗衣服務roomservice客房送餐服務KeyWordsandExpressionsSkillsandAttainments服務技能與素養(yǎng)

1.Itdoesn’tgeneratesalesdirectly.它不能直接對客人銷售。2.thesmooth,efficientmanagement有序高效的管理Note:UnitTwelveChamberServices單元12客房服務

ProcedureofService服務流程

Knockatthedoorgentlythreetimes.Say:“Housekeeping”Asktheguestwhetherhecangointotheroom.Greettheguest.

ProcedureofService服務流程Asktheguestwhetherhecancleantheroomnow.Cleantheroom:Openthewindow-Disposetherubbish-Makethebed-Cleanthebathroom-Replenishthesupplies-Vacuumthefloor-Self-check.Expressyourwishestotheguest.Cleaningtheroom

ProcedureofService服務流程Asktheguestifhewantsturn-downservicenow.Turndownthebed：Turndownthebed

-Dropthecurtaintogether-Turnonsomelights-Cleanthebathroom-Bringinthefreshtowels-Havealookaroundtobesureeverythingisdone.Expressyourwishestotheguest.Turningdownthebed

ServiceConversation23MayIDOtheRoomNow

Practice1.Whatdoes“dotheroom”mean?2.Whydoestheguestwantahair-dryer?3.Whatdoesthehousemaiddowhenheheardtheguest’scomplaint?Answerthequestionsaccordingtotheserviceconversation.

ServiceConversation24

WhatTimeWouldYouLikeMetoComeBack

Practice1.Whydoestheguestwanttoputanextrabed?2.Howcantheguestgettheextrabed?3.Whenwillthehousemaidcomebacktoturndownthebed?Answerthequestionsaccordingtotheserviceconversation.

chamberservice

客房服務Housekeeping客房部；客房部工作人員disposaltherubbish倒垃圾makethebed做床replenishthesupplies補充客房物品vacuumthefloor吸塵turndownthebed做晚床dotheroom打掃房間，做房withthepermissionof經過……的許可KeyWordsandExpressions

Beforeenteringaguest’sroom，knockatthedoorthreetimesslightly,andthenannounce:“Housekeeping.MayIcomein?”Enteringtheroom,greettheguestwithawarmandnaturalvoice:“Goodmorning.MayIcleantheroomnow?”orGoodevening，sir.”MayIturndownthebednow?”Iftheguestdoesn’twanttocleantheroomorturndownthebednow,askwhattimeisconvenientandcomebacktotheroomforcleaningattheconvenienttime.PointsofServicePerformance服務演練要點

PerformanceforService模擬演練TaskA

GuestCardDon’twanttocleantheroomnow.Thehousemaidcancometocleantheroomat11:00a.m.Performcleaningtheroominpairsaccordingtothefollowingtwocards.

PerformanceforService模擬演練HousemaidCardGreettheguest.Asktheguestwhethertheroomcanbecleanednow.Askwhattimewillbebettertocleantheroom.

PerformanceforService模擬演練TaskBThehousemaidWangFangisgoingtoturndownthebedforMr.Whitenow.Mr.Whiteagreeshertodonow.HeasksWangFangtoputanextrabedforhim,foroneofhisformerstudentswillcometoseehimandstayhereforanight.Therateoftheextrabedis34USdollars.UnitThirteenRoomService

單元13客房送餐服務

ProcedureofService服務流程BookingtheRoomServiceGreettheguest.Gettheinformationfromtheguest.Whattheguestwants.ThespecialdemandsforcookingTheguest’snameandhisroomnumber.ConfirmwhattheguestbooksTelltheguesttheorderwillbereadysoon.

ProcedureofService服務流程Deliveringthefoodtotheguest’sroom.DeliverthefoodatthegateoftheguestroomKnockatthedoorgently.Announce:“RoomService.MayIcomein?”Speakouttheorderandgivethebilltotheguest.AsktheguesttosignthenameandroomnumberExpressyourwishes.

ServiceConversation25YourOrderwillArrivein15Minutes

Practice1.Howmanykindsofbreakfastsdoesthehotelprovidefortheguests?Whatarethey？2.WhatdoestheChinesebreakfasthave?Answerthequestionsaccordingtotheserviceconversation.

ServiceConversation26HereisYourChineseBreakfast

PracticeAnswerthequestionsaccordingtotheserviceconversation.SpeakouttheEnglishnamesofthefoodsinthetwodialogues.WhatdoestheContinentalbreakfasthave?Whereistheorderput？Howistheguestrequiredtopay?

RoomService客房送餐服務；送餐中心orangejuice橙汁toastwithbutter黃油吐司meatpie餡餅milletgruel小米粥sweetdumpling湯圓ricenoodles米粉soybeanmilk豆?jié){softboiledeggs煮得很嫩的雞蛋KeyWordsandExpressions

Note:Weofferthreetypesofbreakfast：American，ContinentalandChinese.Whichonewouldyouprefer?我們提供美式，歐式和中式早餐，您要訂哪一種？

Asktheguestaboutthedemandsforcookingwhentheguestordersbytelephone.電話訂餐時，要詢問客人對點餐的要求。Ifthereisminimumchargeorservicecharge,youhavetoexplainitclearlyinadvance.如果有最低消費或服務費，應事先說明。PointsofServicePerformance服務演練要點

GuestCard

Booking:chilledorangejuice,sweetdumplingsoybeanmilkName:Mr.WhiteRoomnumber：Room2586PerformanceforService模擬演練PerformanceinRoomServiceinpairsaccordingtothefollowingtwocards.

PerformanceforService模擬演練RoomServiceWaiterCardGreettheguestExplainAskwhattheguestwantsAskhowtodoA10%servicecharge.DeliverPaymentUnitFourteenMaintenanceService單元14維修服務

ProcedureofService服務流程ForthehousekeeperGreettheguest.Patientlyandcarefullylistentowhattheguestsays.Say“sorry”or“apologize”totheguest.Gettheroomnumberfromtheguest.Telltheguestwhatwillbedoneatonce.Informtherepairmantorepairatonce.Checkwhathasbeenmadebytherepairman.

ProcedureofService服務流程Fortherepairman

Knockatthedoor,saying:“Maintenance.MayIcomein?”Say“sorry”totheguestandasktheguestabouttheproblemindetails.Checkandrepair.Telltheguestthateverythingisallright.Extendthewishestotheguest.ReporttheFrontDesk.

ServiceConversation27

TheRepairmanwillCometoYourRoomSoon.

ServiceConversation28RepairingtheFacilitiesintheBathroom

inform（vt.）告訴，報告，通知faucet/tap水龍頭showerhead淋浴頭/花灑bathtub(n.)澡盆，浴缸theMaintenanceDepartment維修部KeyWordsandExpressions

Thetoiletcannotflush，buttheshowerheadandwashbasinfaucetkeepdripping，andthebathtubdrainiscloggedaswell.馬桶不能沖水，淋浴頭及水盆上的水龍頭不停地滴水，浴缸的排孔堵住了。Note:

ForthehousekeeperWhentheguestfinishesthecomplaint,saysorrytohimandtellhimthattherepairmanwillcomtotheroomtofix/repairatonce/assoonaspossible/withinfiveminutes.FortherepairmanAfterchecking，ifyouthinktheproblemcan’tbesolvedinashortperiodoftime，youhavetoinformtheHousekeepingDepartment(ortheForntDesk)toadoptothermeasures.Pointsof